Portfolio

Overview

PayPad is the latest innovation from Bumper, a payments provider to the automotive sector. Enhancing their core proposition, BNPL finance and tackling one of the core problems for their partners - Making car repairs and mainteance more affordable for their customers.

Problem

Historically offering BNPL had been reliant on the Service Advisor, who as the primary contact for the customer would use their judgement to offer the finance option to their customer. This often involved sterotyping, bad judgements and misconceptions with the customer leading to a poor customer experience. A key metric that dealerships and workshops are measuring.

Role & Team

Being a part of a small greenfield development squad, working directly with Exec, Project Manager and Developer to research opportunities, understand possibilities, and discover techinical restrictions.

4 months

From comcept to initial pilot launch

This is what the definition of the metric is for

300

User testing sessions

Designs adapted over 5 rounds of user testing for feedback.

£X.XXm

GMV processed

From pilot to full roll out in 6 months.

XXXX

Metric label in here

This is what the definition of the metric is for

Approach

First step was to take a step backwards and understand how Service Advisors offered our product to date. We organised a number of contacts with Service Advisors, as video calls and as in person visits to understand their environment and how they interacted with customers.

Planning

Taking the understanding from the interviews we begain to create a requiremetns list. Working closely with stakeholders and execs the requirements list allowed us to understand what needed to be created from a techincal perspective, and provide rough estimates for design and development.

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Challenges

As this was a new venture, in a business area unfamiliar to everyone - in store payments - we uncovered a number of techincal restrictions during discovery and development. We had to adapt and change our processes in order to deliver a MVP to market and test the vision. Probably the largest of these was to take a deposit payment for our BNPL product. Due to a restriction with the terminal provider we were unable to take deposit payments on the PayPad directly. The solution we devised was for the customer to compelte the transaction on their own device, using our Pay by Link feature.

Solution